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Southwest Airlines has spent more than 50 years doing things differently — no change fees, no hidden bag charges, and a commitment to customer service that has earned us a loyal following unlike any other airline. We hire for heart and train for skills, because we believe the right people make all the difference. Our remote Customer Relations team embodies the Southwest Spirit every day, turning challenging customer situations into opportunities to show what genuine hospitality looks like at 35,000 feet and on the ground.
The Opportunity
As a Remote Airline Customer Relations Specialist, you will handle post-travel customer feedback, service recovery cases, and goodwill correspondence on behalf of Southwest Airlines. You will investigate travel disruptions, evaluate compensation requests, and write thoughtful, personalized responses that reflect Southwest's values and resolve customer concerns in a way that preserves loyalty and trust.
Your Responsibilities
Review and respond to written customer feedback, complaints, and compliments received via email, web form, and social channels
Investigate flight delay, cancellation, lost baggage, and service failure cases to determine appropriate resolution and compensation
Issue travel credits, Rapid Rewards points adjustments, and refunds in accordance with Southwest's customer relations policies
Coordinate with operations, inflight, and airport teams to gather incident details needed for accurate case resolution
Meet case volume and response time targets while maintaining Southwest's high standard for correspondence quality
Track and categorize case types to surface recurring service failure trends for operational improvement
Maintain accurate case records in Southwest's customer relations management system
What We're Looking For
2+ years of customer relations, complaint resolution, or correspondence management experience
Exceptional written communication skills with the ability to craft warm, empathetic, and brand-consistent responses
Good judgment in evaluating customer situations and making compensation decisions within defined parameters
Familiarity with airline operations and travel industry terminology is preferred
Bachelor's degree in communications, business, hospitality, or a related field preferred
Southwest Perks
Competitive pay with Southwest's profit-sharing program — one of the most generous in the airline industry
Free unlimited standby travel on Southwest flights for you and eligible family members
Medical, dental, and vision insurance with flexible coverage options
401(k) with dollar-for-dollar company match up to the IRS limit
Paid time off, paid holidays, and a work culture grounded in fun, heart, and genuine teamwork
